Sample Call Center Validation Rules

Validation rules for requiring a conditional description, preventing cases from being reset, restricting case status, and more.

Available in: both Salesforce Classic and Lightning Experience

Available in: Essentials, Contact Manager, Group, Professional, Enterprise, Performance, Unlimited, Developer, and Database.com Editions

For more information on any of the formula functions used in these examples, see Formula Operators and Functions.

Conditionally Require Description When Case Reason is “Other”

Field	Value
Description:	Validates that a custom field called Other Reason contains a value if a case has a Case Reason of “Other.”
Formula:	`1AND( 2 ISPICKVAL( Reason, "Other" ), 3 ISBLANK(Other_Reason__c) 4)`
Error Message:	Description of Other Reason is required.
Error Location:	Other Reason

Prevent Open Cases from Being Reset to New

Field	Value
Description:	If a case is already open, prevents the Status from being changed back to “New.”
Formula:	`1AND( 2 ISCHANGED( Status ), 3 NOT(ISPICKVAL(PRIORVALUE( Status ), "New")), 4 ISPICKVAL( Status, "New") 5)`
Error Message:	Open case Status cannot be reset to New.
Error Location:	Status

Restrict Status of Re-Opened Cases

Field	Value
Description:	Validates that the case Status is “Re-opened” when a closed case is opened again.
Formula:	`1AND( 2 ISCHANGED( Status ), 3 OR( 4 ISPICKVAL(PRIORVALUE( Status ), "Closed"), 5 ISPICKVAL(PRIORVALUE( Status ), 6 "Closed in SSP")), 7 NOT( ISPICKVAL( Status, "Re-Opened")) 8)`
Error Message:	Closed case can only be changed to “Re-opened.”
Error Location:	Status

Prevent Case Milestone Completion After Cases Are Closed

Field	Value
Description:	Validates that a milestone's Completion Date can't occur after the case's Status is Closed.
Formula:	`1Case.IsClosed = true`
Error Message:	You can't complete a milestone after a case is closed.
Error Location:	Top of Page

Prevent Case Milestone Completion Before Case Creation Dates

Field	Value
Description:	Validates that the milestone's Completion Date has occurred after the case's Date/Time Opened.
Formula:	`1CompletionDate >= Case.CreatedDate && CompletionDate <= Case.ClosedDate`
Error Message:	The milestone Completion Date must occur after the date the case was created and before the case was closed.
Error Location:	Top of Page